Retention Case

Objective: Retaining customer’s that may be experiencing issues with pricing, hardware etc…

Once criteria has been met, the case type can be updated to Payments Retention and case owner to Payments Retention.

To Change Case Type

1. Open up the account you wish to create a Retention Case for.
2. On the Account Details page go to Cases and click New.

1. Select Payments Retention and click Next.

1. Add Subject - Payments Retention.
   1. Add Case Reason - best matched to customer reason.
   2. In description add details on why the customer needs a retention case.
   3. Save case.

Follow-up Procedure for Retention Accounts:

1. Communicate the Retention Reason and Status
   • Post the details in the Feed section of your case. Include contact information for the EU and any relevant details of conversations ie.. the customer is looking for x rate or x hardware to stay with us.
   • Post the details of the Retention reason in the designated Slack thread - #quilt-payments-retention .
   • @mention the assigned sales representative to notify them of the status.
   • Continue to monitor the Retention Case - feed section - for any activity that may indicate the account can be worked on from onboarding.